Software not connecting

Restart and reconnect

Restart your computer and turn your network equipment off and on again. Network equipment can include devices like your modem, router and access points. Next, check that your internet connection is working, then reopen our software.

Configure your security software

Allow these programs to bypass your security software:

• PokerStars.exe
• PokerStarsUpdate.exe
• PokerStarsCommunicate.exe
• PokerstarsBr.exe
• PokerStarsComp.exe (.NET only)
• Tracer.exe
• xc.exe
• xcw.exe
• xcwxp.exe

If you can't find some of them, give access to the ones you can find. You'll get more information about your device's built-in firewall here:

• Windows: Windows Defender (Microsoft.com)
• Mac: Firewall settings (Apple.com)

If you're using third-party security software, check out their website for help.

Try Google's DNS

Switching to Google DNS (domain name system) can help.

You can find instructions on configuring your device's DNS on Google's website.

If this change doesn't help, try using a different ISP (internet service provider).

If none of these steps work, get back to us over chat with:

• Details of the error message. A screenshot would help.
• The name of the firewall or security software you use (i.e., Norton, Panda, Avast, AVG).
• Our software's log files. They get overwritten after 48 hours, so send them as soon as you can.

Check your internet connection

Check to see if you have an internet connection to Wi-Fi or a mobile data network. You should see the icons at the top of your screen. If not, adjust your Wi-Fi or mobile network settings.

Restart your device

Power down your device and turn it back on.

Reinstall our app

Uninstall our app, then download and install a new copy.

Try Google's DNS

Switching to Google DNS (domain name system) can help.

You can find instructions on configuring your device's DNS on Google's website.

If this change doesn't help, try using a different ISP (internet service provider).

If none of these steps work, get back to us over chat with:

• Details of the error message. A screenshot would help.
• Your device's make, model and operating system version.